CX Operations Analyst
New
M
MicroSourcingSaaS customer operations
United States, Australian Business HoursFull-Time
Salary not disclosed
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Job Details
- Required Skills
- SalesforceHubSpotZendesk
Requirements
- Have experience in CX Operations, Customer Success Operations, Systems Administration, or a similar hands-on role in a SaaS environment.
- Have hands-on configuration experience with ticketing or customer support platforms such as Zendesk or Intercom.
- Have experience with CRM platforms such as HubSpot or Salesforce.
- Bring strong reporting and data analysis skills, including dashboard development, advanced spreadsheet skills, bulk data cleaning, and trend identification.
- Have working knowledge of Customer Success metrics, including churn and Net Revenue Retention (NRR).
- Be familiar with Support metrics such as First Response Time, Time to Resolution, ticket backlog, ticket volume by reason, SLA attainment, and CSAT.
- Understand Implementation metrics such as Time to Value, Time to Go-Live, onboarding completion rates, and implementation milestones.
- Have experience managing and prioritizing requests from stakeholders across teams.
- Have practical experience using AI tools for reporting, data analysis, workflow automation, and learning new systems, and verify AI-generated outputs for accuracy.
- Be comfortable working Australian business hours.
- Preferred: Have direct experience with ChurnZero, GuideCX, Zendesk, Intercom, or 8x8 telephony.
- Preferred: Be familiar with Customer Success platforms such as Gainsight, Totango, or Vitally.
- Preferred: Have experience building dashboards using Power BI or similar tools.
- Preferred: Have basic API and JSON knowledge, including reading payloads and understanding data synchronization issues.
- Preferred: Have experience building AI-assisted workflows, AI agents, or reusable prompts.
Responsibilities
- Manage and configure CX platforms, primarily Zendesk and ChurnZero, including workflows, ticket routing, triggers, dashboards, playbooks, and automation rules.
- Administer GuideCX for the Implementations team and maintain data integrations across the CX technology stack.
- Develop and maintain AI-assisted workflows and automations for reporting, platform administration, and repetitive operational tasks.
- Produce recurring and ad hoc CX reports, build dashboards, analyze datasets, and translate findings into actionable business insights.
- Monitor and improve data quality by identifying discrepancies, resolving data hygiene issues, and addressing root causes.
- Document customer journeys, internal processes, system configurations, and workflow changes.
- Evaluate AI capabilities across CX platforms, validate AI-generated outputs, and recommend operational efficiency improvements.
- Troubleshoot platform and process issues and coordinate with internal teams or vendors when necessary.
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